IBIS CA' GRANDA

If it were possible to assign 0 stars, I would do it. The problem was not the error in the booking, but the complete lack of professionalism from the receptionist. We had booked a quadruple room for 3 people through Booking, but upon arrival, we were told that the reservation was for one person only. Despite the confirmation clearly showing the opposite, the response was always the same: "it's not my problem." The situation was resolved only thanks to the availability of another guest who gave us a room that was mistakenly booked. Subsequently, the establishment informed Booking that the problem had been resolved by them, which was not true. The receptionist also left the reception for about 30 minutes, leaving us and other guests without assistance. No attempt to help, no solution, no attention towards the customer. Mistakes can happen, but the total absence of professionalism and management skills is unacceptable.

Our first experience was at the Ibis Hotel. The staff were truly kind, and the room was clean; however, it was quite cold. The walls could have been much thicker, as noise from the corridor was clearly audible, which was unfortunately disturbing. We appreciated that a McDonald’s is located right next to the hotel. The only real drawback was the location, as it took approximately one hour to reach the city center.

We entered the room and immediately noticed a strong smell of moisture. Looking around, we found that the entire wall next to the bed was very moldy. In the bathroom there was exactly the same problem. Unfortunately, we didn't take any pictures because of anger and despair. We reported this immediately to the reception and were assigned another room. But there was also the same problem with moisture and mold. Since we finally did not feel comfortable at all, we demanded a refund. We were told we had to contact Booking as the refund had to be approved from there. Booking later told us, however, that they didn’t know if the hotel agreed to a refund – although we were explicitly told at reception that Booking would have to approve. In the end, the situation was too uncertain for us: We were told that we might not have to get a cent back or even pay a cancellation fee. Fearing this, we finally decided to stay at the hotel. In addition, very strange men stayed in the hotel, who constantly drank alcohol, were noisy and caused trouble in the lobby. This did not convey a safe or pleasant feeling. Very strange was also that at check-in a couple wanted to pay in cash in front of us, but this was strictly rejected as the hotel allegedly only accepts credit card payment. For a hotel of this category, this is very unusual and involves unnecessary circumstances. Overall, the stay was extremely disappointing. Due to the hygienic conditions, the unpleasant atmosphere and the unprofessional handling, we unfortunately cannot recommend this hotel. We spent over an hour discussing and trying to clarify. As if that wasn’t enough, the elevator failed on the way back to the room 👍🏻👍🏻